CSAT or CES: Does It Matter?
As the role of the customer becomes more and more important to the sustainability of the firm, effective allocation of resources will provide a significant advantage to customer service organizations.
The Book Corner
The Book Corner offers reviews by Graziadio School faculty on a variety of books on business topics.
Believe It: Complaints Are Gifts
Complaining customers give businesses a key opportunity to uncover problems and venture into new markets, as complaints are one of the least expensive market research tools around.
Servicing the Software Industry (SaaS)
There is something abuzz in the software industry from customers and developers alike and it is called Software as a Service, or SaaS for short.
What Stays and Who Pays?
As a seller or a buyer, you must understand when and how a buyer may reject defective goods—and apply common sense as well as the law in these situations.
Conversation with Galpin Ford’s Bert Boeckmann
Professor Linnea McCord interviews car dealership mogul Boeckmann about ethics in business and “the power of trust.”
Waiting Games People Play
Distraction, information, and compensation are common strategies that may mollify waiting customers.
Serving Each Other on the Inside
To improve internal customer service, managers need to measure, give feedback, and continuously improve upon how employees serve each other.
Cultivating the Customer Asset
Target customer service programs for potential customers, new customers, loyal customers, and low-margin customers.